Circulation Service Desk Operations: Costing and Management Data

The University of Oklahoma Libraries' Department of Access Services conducted a cost study of circulation service-desk operations. Service-desk tasks were flowcharted to identify important components. Work sampling observations were used to determine the percentage of staff time occupied in particular tasks. Observations were made at random by uninvolved observers. Using the percentages obtained, pay rates, indirect costs, and overhead, total costs were computed on a task-by-task basis. Also, several tabulations of the same data were used to identify idle time and peak-use periods. This information then served as a basis for reorganization of work assignments and revision of staff scheduling. Improved efficiency and service, without any staffing increase, were the result.